ANGELO DE FILIPPIS
Brooklyn,NY
Summary
Versatile professional with a 20+ year proven track record of customer success. Attuned to and effective in quickly adapting business environments. Proficient with proactive engagement, identifying needs and cross functional collaboration. Articulate communicator, skilled listener and empathetic professional.
Overview
24
24
years of professional experience
Work History
Board of Elections
City of New York
Brooklyn, NY
11.2020 - 11.2024
Regional Concert Coordinator, Eastern North America (Contract Role)
Sofar Sounds
Brooklyn, NY
08.2022 - 02.2023
- Scheduled 500+ concerts in New York City, Washington DC, Boston, Philadelphia, Baltimore and Atlanta.
- Coordinated with venue and crew members to produce unique musical experiences for local communities.
Operations Advisor (Contract Role)
Bridging Cultures Group Inc
Brooklyn, NY
08.2020 - 07.2021
- Collaborated with the CEO on operational aspects including website design and revenue streams.
- Guided the application procedures for federal and state Women’s Business Enterprise certifications.
- Managed the successful launch of social advocacy projects such as the OurHealth.NYC initiative with local legislators, healthcare administrators, and religious leaders for underserved NYC communities.
Vice President, Media Operations
PandoLogic (Formerly RealMatch)
New York, NY
01.2017 - 03.2020
- Defined Standard Operating Procedures for the post-sales customer experience, which streamlined onboarding, reduced client churn, and contributed a >200% increase in revenue.
- Mentored and led the Customer Success team via an empathetic, servant minded leadership approach.
- Collaborated with partners as process and revenue generation shifted from B2B channel sales to B2B direct.
- Implemented new rules of engagement policies and procedures reducing sales channel conflicts.
- Led successful product pilots for our B2B and B2C partners which reaffirmed product’s value.
- Project managed the completion of customer-facing portals and internal operational guidelines.
- Developed, fostered and responsible for the strategic partnerships with Amazon, Gannett, Advance Local, Yoh Staffing Services and all high-volume hiring, staffing and newspaper partners.
- Advocated as the collective voice of customer by gathering and converting feedback for the product team.
- Influenced and prioritized the product development pipeline for PandoIQ and TheJobNetwork.
- Conducted employment advertising pilots evaluating the effectiveness of job posting permutations.
- Compiled recruiter case studies that documented strategies/job boards driving the most hires.
- Oversaw pilots that determined job board advertising spend for rules-based automation.
- Produced favorable NPS scores for an emergent technology product.
Director, Partner Development
RealMatch (Currently PandoLogic)
New York, NY
11.2010 - 12.2015
- Created an account management playbook with proactive customer touchpoints leading to a 278% increase in yearly revenue through channel sales and minimal churn.
- Led the implementation of over 10 successful product launches, generating $15 MM+ for clients, and surpassing departmental goals.
- Developed project plans with partner technical teams for timely addition of new job boards. Launched 100+ job board sites by 2015, resulting in over $10MM.
- Established and managed a technical support team handling inquiries and operational issues. Achieved over 90% resolution of service issues within 7 days.
Manager, Customer Operations
Time Warner Cable
Palisades Park, NJ
06.2000 - 10.2010
- Enhanced company culture by implementing “Our Iceberg is Melting” initiative with contact center leadership.
- Forecasted total inbound customer inquiries in half hour intervals for 5 internal and 2 vendor contact centers.
- Generated staffing schedules satisfying contact center and customer needs by analyzing historical data/trends.
- Optimized contract labor utilization which reduced external call center dependency and expense by ~$1.3M.
- Nurtured and sustained a productive partnership as primary liaison with external call center vendor.
- Built and managed the reporting structure to document corporate and state call center metrics.
- Led team in defining and developing agent scorecard metrics for performance evaluations.
Analyst, Customer Operations
Time Warner Cable
Palisades Park, NJ
03.2006 - 03.2008
- Developed a scorecard metrics framework to assess performance, productivity, and sales acumen.
- Monitored inbound calls to determine if proper scripts/information was being communicated to customers.
- Created custom SQL report queries monitoring and documenting KPI.
Customer Service Representative - Inbound Calls
Time Warner Cable
Palisades Park, NJ
06.2000 - 03.2006
- Deciphered client inquiries and communicated concise resolutions generating positive customer experiences.
- Diagnosed the root cause of technical issues and provided step by step resolution instructions.
- Upsold additional services based on caller’s preferences and existing promotions available.
Education
MBA - Entrepreneurship & Marketing
Rutgers University
Newark05-2016
BA - Media Studies
Fordham University
New York05-2005
Skills
- Leading Cross-Functional Collaboration
- Consensus Building
- Developing Strategic Account Management Plans
- Primary Contact For Executive Level Stakeholders
- Fostering Productive Partnerships
- Identifying Growth Opportunities
- Deciphering Customer Needs
- Establishing Operations & Enhancing Processes
- Implementing Policy & Procedures
- CRM Management (Salesforce, Intercom)
Timeline
Regional Concert Coordinator, Eastern North America (Contract Role)
Sofar Sounds
08.2022 - 02.2023
Board of Elections
City of New York
11.2020 - 11.2024
Operations Advisor (Contract Role)
Bridging Cultures Group Inc
08.2020 - 07.2021
Vice President, Media Operations
PandoLogic (Formerly RealMatch)
01.2017 - 03.2020
Director, Partner Development
RealMatch (Currently PandoLogic)
11.2010 - 12.2015
Analyst, Customer Operations
Time Warner Cable
03.2006 - 03.2008
Manager, Customer Operations
Time Warner Cable
06.2000 - 10.2010
Customer Service Representative - Inbound Calls
Time Warner Cable
06.2000 - 03.2006
MBA - Entrepreneurship & Marketing
Rutgers University
BA - Media Studies
Fordham University